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Apple

Customer Service Ratings and Comments

Apple is ranked #14 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 103.15 out of a possible 200. This score rates Apple customer service and customer support as Acceptable.

NEGATIVE Comments

14 Negative Comments out of 26 Total Comments is 53.85%.

POSITIVE Comments

12 Positive Comments out of 26 Total Comments is 46.15%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Acceptable Overall Customer Service Rating
  • Submit your comment >>
  • My iphone/ iphone usb cable have passed a virus three times, 3 times!!! to my work/home computers. It's been happening since I was asked by apple did I wish to update my software on the phone last a wk ago. The phone stopped responding and I then had to wipe it and restore to factory seeings. Since then each computer I have plugged the phone into has contracted the same really sinister virus. I called apple customer care and they refuse to believe the phone has any link to it, even though this has happeneed each time after hooking the phone to the different computeres! Apple software is totally impervious to any problems or virus's they told me, it cannot possibly be the phone, I now have to bring it to the shop I bought it in, ask them to hook it to their computer and see if the same thing happens again,(so they will prove to me it is not the phone) is this apples idea of customer care???! Bollix!!

    palehecate 3/5/10 4:03AM

  • I have had same problem, however my iPhone 3GS you cannot hear anything (nor can the person you called) The volume has just completely gone or now and then comes back and then vanishes. Also I get a crackling sound (kind of an interference sound) a lot. My handset has just been returned to Apple - which if I am honest has been a joke in itself.
    Called to report fault - hard a terrible time understanding this representative (obvioulsy based in a foreign country), told that my handset may be just replaced as its a common fault and to wait for UPS to call me within 2 days to collect handset. That didin't happen, call apple back, again told to give it a day or two, so again I waited... again... not a call. Call apple back, an english gent advised I had been wrongly advised. I myself had to call UPS once my return label and handset return packaging had been received by me. Ok, fair enough I waited for the package to arrive - nothing. Yet again called apple and again was told packaging is on its way. This time it did arrive 7 days after my initail call.
    I called UPS and arranged collection, but even this took me four attempts to get through and to be greeted by a rather rude unpleasant lady didnt help either. Then the Driver turned up (to be fair to UPS, extremely fast..2hrs!!) but because I did not have any slip to prove I had given it to him, I ran into the house to get booklet for him to sign. He wasn't happy as he seemed rushed and I was being a pain for asking for his signature. "You don't need a signature" he said.. I replied on a £500 handset I think I do!!
    Hows that for Apples fantastic after care... my goodness I do hope the overall experience improves!!

    jotei66 1/22/10 4:44AM

  • Apple used to be a good company until they partnered with ATT. This was the biggest mistake ever. ATT coverage sucks soooo bad! Apple isnt any help either when I need a replacement phone....PLEASE APPLE...GO TO SPRINT with their 4G network!!! PLEASE!!!!!!!

    Anonymous 1/19/10 11:44PM

  • I love my iphone but service and tech support are not convenient and it is true about the dropped calls and dead spots due to at&t's coverage. Having to make an appointment to speak to someone in an apple store to ask a question is crazy too. "walk ins" are definetly not welcome.

    Anonymous 1/7/10 7:31AM

  • Apple UK support staff (based in Cork, Ireland) have very little interest in resolving customer issues. So far, they have tried every trick in the book to absolve themselves of responsibility for the errors of their appointed contractors that do repairs for them for products under Apple warranty - a laptop in my case. There seems to have been a definite turn for the worse in their provision of customer service since I last dealt with them some 18 months ago.

    VenDewalt 1/6/10 1:20PM

  • I have never had as bad an experience with a company before. The Apple stores are completely unhelpful and discourteous. I will never by another Apple product as long as I live

    Harriet 1/2/10 2:17PM

  • WHY DO THEY NOT HAVE 24/7 TECH SUPPORT EVERYTHING ELSE IN THE WORLD DOES!!!!SOME PEOPLE AREN'T AVAILABLE FROM 6-6 !!!!I DID LOVE THE IPHONE AT FIRST BUT ILL BE GOING BACK TO MY BELOVED BLACKBERRY NEXT UPGRADE!!

    Anonymous 12/6/09 11:23PM

  • The hard drive on my MacBook recently failed. I had it replaced at a local Apple store. I was told that if I had lost any music downloaded from the iTunes store to simply call Apple because they are very good about replacing lost downloads.

    I called Apple, explained that I had lost downloads purchased at the iTunes store when my hard drive failed. The first guy said he would connect me to someone who could help, then put me on hold for about 10 minutes. Finally, a second guy picks up. I explain the above and he tells me he cannot help me with my iTunes issue. This second guy says hold on while he researches my issue. After 20 minutes, I am still on hold listening to bad music!

    What an AWFUL experience! I never got my downloads replaced.

    LtermMacUser 11/29/09 11:37AM

  • I agree with the post below. The iphone is a great device but almost unusable because of AT&T's network. Here in Atlanta, its nothing but dropped calls. I was in LA, San Diego and San Fran, last week and counted 41 dropped calls over the course of 5 days. Apple blames it on AT&T, AT&T doesn't care. I will NOT renew my contract, and might have to break it.

    Anonymous 11/23/09 11:00PM

  • is everyone who owns an apple product out of their minds???? Why would you bring your broken product to an apple store only to be told that you need to make an appointment for some other date, because no one is available for technical advise?? Why would apple have to set up an appointment if there weren't so many complaints and returns? I find it offensive to have to waste my time and energy to travel to their stores on many occasions for them to back up their product---Maybe. if they see fit, according to technical assistance. I will never buy another apple product as much as my kids think they're cool. Let someone else waste their time.

    linda 11/19/09 2:05PM

  • My second time coming to the store to ask a support related question.
    the first time was a breeze. the staff new exactly what i needed to do, and POW, problem solved!

    This time i went in and said, "i hit print, and it froze, i was unable to get it to unlock from that position." The staff said i needed to make an appointment and come back later that nite 'cause he did not know. 8:30pm. I told him i had to borrow a car to bring in my 24" imac. i got there late...8:40pm, only staff there to help started his 8:45 appointment already. my fault.
    It would be nice if the staff were a little more flexible. I would gladly have waited, to see if they could verbally give me some guidance to work on it on my own. Instead it was simply, " drop it off with us" or bring it back tomorrow. My borrowed car will not be available, so i just took it home to figure it out myself.
    (tried to call them on my way in to let them know i was running late)

    jkoffman 11/3/09 12:59AM

  • basically hire "babysitters" as customer service reps and you have to wait to talk to people who actually can do something about your hardware issues. right now i am at 58 minutes and counting.

    Anonymous 10/22/09 6:20PM

  • HORRIBLE CUSTOMER SERVICE... have called in multiple times for issues regarding my ipod and macbook pro and have experienced having to call at least 3 times for each problem while being on the phone for a MINIMUM of an hour each time.. seems like their basic level customer service people do not have the authority or know-how to solve any of the problems

    Anonymous 10/22/09 6:14PM

  • I have been on hold for 43 minutes and counting with Apple's technical "support". The first rep was friendly, but seemed completely incapable of providing any real help. I thought my questions were pretty straightforward regarding upgrading iTunes, but I found little help with their online support, and now even less when calling. Hopefully the next person that picks up the phone can be os assistance.

    kevinw 9/25/09 4:47AM

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  • Support staff are knowledgeable. If you have a hardware problem, however, it's best to make an appointment to see a "genius" at an Apple Store.

    Anonymous 2/2/10 10:33PM

  • I have had 3 excellent interactions with Apple customer service. Never on hold, always get a human. The reps are very helpful. I've had to ship my macbook from VT to TN for repairs and machine is back within 2 days. Parts that I didn't even ask to have fixed are replaced! The customer service is second to none.

    neilf23 1/20/10 8:16AM

  • I had a EXCELLENT experience with apple canada. i had a simple problem where my speaker in my iPod Touch 2G was very low in sound due to a Mfg defect. i called in waited about 5 minutes the customer service people are very courteous and friendly, he supplied me on the spot with a FedEx tracking number, the box arrived the next day, i put the device in the box, sealed it up, called the FedEx guy to get a pickup, which i also got a tracking number, my ipod arrived late the following day. So in three business days, i got my ipod replaced for a new unit. "it didn't cost me a cent", considering the $120 i paid for a 16GB off of craigslist* haha,

    Overall my experience with apple's customer service was excellent. I would buy apple over any other leading portable music or computer mfg..

    Adam sotnaS 1/3/10 11:54PM

  • We unfortunately have to buy these computers for the design oriented employees in our company. The hardware frequently breaks on the iMacs (logic boards are faulty and fail). Apple requires that the hardware fail 3 times before they are willing to replace the computer. Fortunately this usually occurs within 1-2 years so the computer is still under the apple care warranty. Unfortunately it means that we waste weeks worth of time waiting for them to fix the machines while they are down.

    On a more positive note, I am able to reach Apple customer service without much difficulty, they are always friendly, seem willing to solve my difficulties, and are knowledgeable. The representatives from the company have also informed me that they are aware of the frequent logic board failures on the imac. I wish the company would just solve the problem instead of simply replacing a faulty board with another faulty board which will fail 1 year down the line.

    annoyed71 11/17/09 6:27PM

  • had a problem with my iphone, the service tech at the store not all that friendly, a bit arrogant, but in the end what mattered was the sales people in the front. Very nice and very helpful. He held up to the positive customer service that Apple is known for. I was pleasantly surprised of the outcome and will continue to purchase Apple products!

    bubbles 9/29/09 12:41PM

  • Excellent Service, very friendly.

    Anonymous 9/28/09 12:58PM

  • Customer Service is the nearly secret treasure of working with Apple - if the public as a whole could get a taste of the difference between the service provided by Apple and the service provided by nearly every other big-name tech company (and I've worked with many), there would be a mass exodus from the PC world to the Apple world on that detail alone.

    Anonymous 9/23/09 2:53PM

  • Great company! Very friendly people!
    Microsoft should learn something from them.

    bones439 9/21/09 7:49PM

  • Apple Computers Customer Service is the best! I've never had an employee who is rude. If your specialist can't fix your problem they immediately bump you to the next level of service. In 20 years of using Apple computers I've only had one instance where the problem couldn't be fixed!

    Ameaux 9/4/09 9:47AM

  • Extremely nice and helpful.

    zallaz 8/20/09 11:50AM

  • Wow! This is what all companies should strive for.

    zonefish 8/20/09 7:33AM

  • Always english customer support, and always knowledgeable. I may be a PC fan but these guys know tech support. (I have a iPhone 3G).

    Neckername 5/23/09 8:57AM

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  • This was the worst employment experience of my life. Incompetent management and discriminatory practices.

    I would not recommend that anyone I know work for Apple

    Moof 1/2/10 2:20PM



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800-275-2273
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